Question

A trainer developed a new customer service development program to achieve organizational customer satisfaction goals. The trainer wants to measure the results of the training. Which of the following measures best describes the results evaluation method?

A. A 360-degree feedback process is implemented after the training program.
B. An online evaluation is distributed to participants to complete and return.
C. The number of customer complaints is measured before and after the training.
D. A test is distributed to participants before and after the training session.

Answer 1

The most appropriate evaluation method for a customer service training program is measuring the change in the number of customer complaints before and after the training.

Step-by-step explanation:

The best measure to describe the results evaluation method of a new customer service development program is to look at the number of customer complaints measured before and after the training (Option C). This approach aligns with the results-level measurement identified in the 2003 study by Arthur, Bennett, Edens, and Bell, which includes productivity and profits as outcomes. While a 360-degree feedback process (Option A) offers a comprehensive view of an employee's performance from multiple perspectives, its reliability can vary. An online evaluation (Option B) provides immediate participant feedback, and pre- and post-training tests (Option D) assess learning outcomes, but neither directly measures the impact on organizational goals such as customer satisfaction.